About ScreenMeet

ScreenMeet is an enterprise remote support software purpose-built for modern IT service management platforms like ServiceNow, Salesforce, and Tanium. Our platform-native solution combines deep integration with AI-powered intelligence to help IT teams deliver faster, more efficient support directly within their existing workflows. Our customers include enterprise IT teams at organizations like ServiceNow, Salesforce, Xero, and ChoiceHotels.

We're a fast-growing B2B SaaS company with a clear market opportunity: thousands of ServiceNow customers currently using outdated remote support tools that don't integrate well with their modern platforms. We've built a comprehensive marketing strategy to capture this market, and we need someone to help us execute it.

Overview

ScreenMeet operates a global remote support and video conferencing platform trusted by leading organizations worldwide. Our platform delivers real-time support sessions inside enterprise service and CRM applications with advanced AI assistance and summarization of sessions.

The Director of DevOps/SRE is responsible for the team, cloud platform, delivery pipelines, observability, and security engineering behind ScreenMeet’s production services. This is a hands-on leadership position: you will manage a small senior team, still write infrastructure as code, debug production, and participate in the on-call rotation on a fully remote, US-based team.

Responsibilities

• Lead the DevOps/SRE team as a player-coach, including hiring, coaching, priorities, and delivery; partner with Product, Platform, Client, and QA.
• Set direction for infrastructure as code in TypeScript using AWS CDK and CDK for Terraform, including shared construct libraries used across the organization.
• Own compute and related AWS operations on Amazon ECS, including EC2 capacity providers, autoscaling groups, Fargate, and spot capacity across multiple accounts and regions.
• Own CI/CD in AWS CodePipeline, AWS CodeBuild, and Bitbucket Pipelines, including container builds, OIDC, and self-hosted runners.
• Plan capacity and own deployment practice for services carrying long-lived real-time sessions so active customer sessions are not interrupted.
• Own observability and incident response, including metrics, logging, alerting, SLOs, incident command, and follow-up fixes.
• Partner with Security on identity, secrets, encryption, and vulnerability practices using AWS IAM, KMS, and Systems Manager, and support safe database change management.
• Participate in the on-call rotation as a member, respond to production incidents, and complete post-incident reviews and corrective actions.

Requirements

• Ten or more years of experience in DevOps, site reliability, infrastructure, or platform engineering, including four or more years leading a team.
• Still hands-on: demonstrated ability to write infrastructure and automation, typically in TypeScript or JavaScript, rather than only directing others or configuring third-party tools.
• Demonstrated production AWS experience, including ECS, EC2 autoscaling, VPC networking, load balancing, IAM, and CloudWatch, in a multi-account environment.
• Production experience with infrastructure as code (AWS CDK, Terraform or OpenTofu, CDK for Terraform, or a comparable programmatic framework), including systems you did not originally build.
• Experience owning CI/CD and release systems (CodePipeline, CodeBuild, Bitbucket Pipelines, or equivalent).
• Experience owning observability in production, including SLOs, incident response, and a metrics, logging, and alerting practice.
• Practical cloud security experience: IAM, secrets, least privilege, and vulnerability or image scanning, with a track record of working with a Security team on controls and follow-through.
• Experience participating in an on-call rotation for production systems, including incident command and sound judgment regarding change safety and staged rollouts.
• Clear written communication and comfort leading in a fully remote environment.
• Legal authorization to work in the United States without sponsorship.

Other experience we are looking for

WebRTC, SIP, or other UDP-based real-time systems, including media servers such as Janus or mediasoup and TURN services such as coturn · AWS Global Accelerator and UDP load balancing · leading a large-scale migration from CloudFormation to Terraform or OpenTofu · Redis, OpenSearch, and MySQL or Aurora administration · New Relic, Grafana, or Sentry · CloudFront, AWS WAF, and Lambda@Edge · code signing and release engineering for Windows, macOS, and Android clients · AWS cost optimization at multi-region scale · SOC 2 or comparable compliance frameworks

Logistics

Location: Remote(US), with EU-friendly overlap

This is a remote position. Candidates must be authorized to work in the United States and reside in a state where ScreenMeet is authorized to employ workers. Eligibility will be confirmed during the hiring process.

Salary Range: $225,000 - $250,000 Annually commensurate with experience and location

ScreenMeet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

ScreenMeet provides reasonable accommodations to qualified individuals with disabilities and applicants with needs related to pregnancy, childbirth, religion, or other protected circumstances. If you need an accommodation during the application or interview process, please contact hr@screenmeet.com.